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Research Project TASK 13 1.1 Formulating and Recording Research Project Outline Specification

   

Added on  2020-01-28

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Research Project

Table of ContentsTASK 1.................................................................................................................................................31.1 Formulating and recording research project outline specification.........................................3Research aim and objectives........................................................................................................31.2 Identifying the factors contributing to the process of research project selection..................41.3 Undertaking critical review of key references.......................................................................41.4 Producing a research project specification............................................................................51.5 Providing appropriate plan and procedures for the agreed research specification................5TASK 2.................................................................................................................................................62.1 Matching resources efficiently to research questions............................................................6Questionnaire........................................................................................................................................72.2 Undertaking proposed research investigation with agreed specification and procedures.....82.3 Recording and collecting relevant data................................................................................10TASK 3...............................................................................................................................................123.1 Use appropriate research evaluation techniques..................................................................123.2 Interpret and analyse the results in terms of the original research specification.................133.3 Make recommendations and justify areas for further consideration....................................16TASK 4...............................................................................................................................................174.1 Agreed format and appropriate media to present the outcomes of the research to anaudience.....................................................................................................................................17REFERENCES...................................................................................................................................182

TASK 11.1 Formulating and recording research project outline specificationThe present research is based on the investigation of customer satisfaction andexpectation gap within British Airways. It will help to assess expectation gap of the consumersso that cited corporation can formulate effective strategy. It is because that clients are at centerfocus and management puts efforts to meet the same with introduction of effective strategies andactions. Present report is based on British Airways which provides different kinds of services tothe number of buyers. It is the flag carrier airline of United Kingdom and it is an internationalairline based on armada size, international flights and global destinations. As per the measuremade on passengers carried by them, it is the second-largest airline company of UK, after EasyJet. The airline is based in Waterside near its main hub at London Heathrow Airport. It wasfounded in 1974, when government decides to merge four companies, two nationals and tworegional, in order to form British Airways. (British Airways, 2014)The other aim of researcher is to focus on explaining that what is service standard withinthe organization that whether there is gap or not. However, most of the time, there is a gap inbetween the management awareness of service expectations and defining of standards. Focusingon customer service policies, instruction book and other statement tools will help the researcherand organization’s management to create clear service standards for the employees based onwhat passengers expect. In addition to this, purpose of the research will be based on theevaluation of current scenario and to eliminate any gap regarding customer satisfaction withinBritish Airways Research aim and objectivesAimTo investigate customer satisfaction and expectation gap within British Airways (BA).ObjectivesTo understand the concept of customer satisfaction and expectation gap.To evaluate customer satisfaction and expectation gap within BA.To examine strategies of BA for increasing customer satisfaction.To provide recommendations in reducing expectation gap and enhancing customersatisfaction within BA.3

1.2 Identifying the factors contributing to the process of research project selectionIn the present era, aviation industry is facing intense competition due to change in theneeds and preferences of passenger. Also, fuel prices are rising at rapid speed which makes itimpossible for corporation to meet the expectations of buyers. Owing to this, current research isbeing done to assess the level of satisfaction among customers. It will help to achieve theexpectation level of customers and provide them good quality of services in an effectual manner.Furthermore, aviation industry plays a vital role in ensuring the growth and development oftourism sector. At this juncture, assessment on customer satisfaction in the context of selectedcorporation will be effective. This facilitates to uncover potential issues behind low level ofsatisfaction and several strategies to overcome the same.1.3 Undertaking critical review of key referencesAccording to Deng and et.al. (2010) customer satisfaction is derived from active effortsof the corporation. It depends on number of factors like responsiveness, empathy, tangibles andassurance. Similarly, other factors like price, situational factors and personal attributes are alsoincluded in the process of customer satisfaction (Flint, Blocker and Boutin, 2011). It shows thatcombination of these factors contributes towards increasing or maintaining the level ofsatisfaction among buyers. Owing to this, corporation puts efforts to meet the expectations ofnumber of customers by focusing on all the important factors. Fornell, Rust and Dekimpe (2010)reported that customers are pillars of business and company cannot run successfully withouttaking into account the satisfaction of buyers. It is an ongoing process where aviation industryassesses the needs and preferences of passengers and accordingly provides them services. It leadsto make them happy and influence them to take decision related to repeat purchase (Ganguli andRoy, 2011).Hanif, Hafeez and Riaz (2010) asserted that service quality and customer satisfaction areinterrelated to each other. It is because if quality of services will be good then there will begreater level of passenger’s satisfaction. On the contrary, if products or services are not providedas per the buyer’s expectation then it will have a direct impact on consumers who are accessingthose services (Helm, Eggert and Garnefeld, 2010). For this purpose, visitors or consumerssearch for the information so they can get access good quality of services on right time. It depictsthat for providing right kind of services, communication mode also matters.4

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